Account Customer Service Specialist
About The Position
The Account Customer Service Specialist is a confidential position in the Fiscal Services Department. Under the direction of the Treasurer and Utility Customer Service Supervisor, the role performs independent and complex research to support collection of delinquent taxes and utility accounts, within supervisory-assigned parameters. The specialist recommends and implements solutions to complex account and customer service problems, and provides specialized support concerning customer accounts, Automatic Metering Infrastructure (AMI), and revenue collection. The work may include recommending policy and procedure changes, developing implementation methods, performing accounts receivable and payable functions, and preparing complex accounting reports. The position supports City revenue collection and customer account services, including difficult tax and utility inquiries, receipts, balancing and bank deposits, AMI support, and management of Red Flag Rules to help prevent identity theft or misuse of customer accounts. It also supports tax reporting and collection activities, including Payment in Lieu of Tax (PILT), mobile home specific taxes, and jeopardy tax assessments. Other duties may be assigned.
Requirements
- Bachelor's degree with an emphasis in Business Administration, or at least one year of administrative experience that includes accounts receivable/payable, banking, cash handling, and accounting.
- Possess and maintain a valid State of Michigan Driver's License.
- Knowledge and skills in office and computer operation, word processing, spreadsheets, project management, and presentation software, including Microsoft Office applications, New World System, and BS&A.
- Strong verbal and written communication skills, including report writing, telephone etiquette, and public presentation skills.
- Knowledge and application of pertinent federal, state, and local laws, codes, regulations, and department policies and procedures.
- Ability to problem-solve and communicate and listen effectively.
- Ability to work effectively under stress and changing work priorities.
- Ability to obtain information from all relevant sources.
- Ability to maintain strict confidentiality.
- Ability to maintain a high level of attendance on scheduled days and times.
- Ability to take leadership and give directions to department employees.
- Ability to work tactfully and positively with coworkers, other City departments, and public and private entities.
Responsibilities
- Assist with and monitor collection of City revenues, including taxes, fees, utility service charges, permits, special assessments, and related sources; oversee issuance of City receipts.
- Monitor and assist with staff assignments related to City collection policies and procedures.
- Support daily receipt balancing and preparation of bank deposits in approved depositories.
- Assist in resolving difficult customer service problems and tax and utility collection issues.
- Develop and recommend procedures that clarify or describe standard practices, and design or improve forms to expedite procedures.
- Participate in meetings and present or gather data to support management administrative and operational decisions.
- Ensure proper procedures are followed and assist with complex customer inquiries regarding account status and rates.
- Provide Automatic Metering Infrastructure (AMI) support.
- Assist with and perform all duties of the Senior Shuts/Collection Clerk.
- Manage Red Flag Rules to help prevent possible identity theft or misuse of customer accounts.
- Assist the Treasurer with reporting and collection of Payment in Lieu of Tax (PILT), mobile home specific taxes, jeopardy tax assessments, and other taxes.
- Perform accounts receivable and payable functions and prepare complex accounting reports.
- Perform other job duties as assigned.
